Customer Service Account Executive

BRADLEY MATTESON

Aurora, Colorado

989-***-**** ********@*****.***

Engineer 2

Ability to work independently with little to no supervision, possess strong communication and interpersonal skills. Able to assess complex situations, analyze options, and effectively problem solve. Set and achieve challenging goals while demonstrating persistence, commitment, and dedication. Possess strong commitment to team environment dynamics with the ability to contribute expertise and drive directives.

PROFESSIONAL EXPERIENCE

COMCAST, Greater Denver, CO

Engineer 2 Test and Turn Up 04/2021 – Present

Enhanced processes with leader for Orion Enterprise accounts

Collaborate with Project Managers and ACP engineers working with Off-Net providers

Collaboration with technicians to provision, configure and activate Metro E circuits

Train various leaders and team members on department processes

Trained various department to help them understand our process when handling enterprise customers

Engineer 1 Enterprise Tech Support 07/2017 – 04/2021

Provide excellent customer service and technical support for Carrier Ethernet and Business Class Internet customers using Secure access to login to switches and various network elements to isolate and help resolve technical/network issues with their Comcast service.

Effective with written and verbal communication with our business customers, coworkers, and managers to efficiently maintain and strengthen our customer satisfaction

Collaborated with routing teams to address business services out and request a technician out to restore service

Advanced Technician DOJ/X1 04/2014 – 07/2017

Excelled at troubleshooting and use of backend tools to provide support for technicians in the field for X1 cable equipment, internet, home security and home phone service

Provide quality customer service by working escalated tickets to resolve customer concerns and provide follow up to strengthen the customer relationship

Collaborated with leaders to identify issues with X1 devices

Collaborated with NETS to identify outages with the X1 system nationally

All Product Account Executive 04/2012-04/2014

Assisted in the deployment of X1, answered all inbound calls to troubleshoot the XG1 DVR and P2RNG150 X1 video equipment and provide feedback to improve X1

Provided customer service while being transparent and resolving a variety of customer concerns

Effectively navigating account systems to solve issues and answer questions regarding billing and service related concerns

Trained for demarcation troubleshooting for Comcast high speed internet and home phone services

GREAT LAKE AIRLINES, Greater Denver Area

Gate Agent 09/2010-03/2012

Provide courteous and transparent customer service to passengers flying with Great Lakes Airlines

Effectively navigate reservation systems for Great Lakes, Frontier, and United/Continental.

Assisted in the boarding and deboarding of planes using the PA system and radio communication.

De-escalated concerned customers to provide highest quality of care

Worked independently and as part of a team, prioritizing, multi-tasking, and prioritizing the needs of the business

EDUCATION

CE-P Certification - Ciena

CCNA Certification - Cisco

B.A. in Philosophy University of Michigan 2007

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